@iceblue_uk wrote:
Hi Team,I'm sorry to bring this up again here, but we have no other avenue of discussing or even raising these issues with the shipping team.
After receiving yet another complaint today I'd like to mention 3 issues...
1.
This week we were reminded and encouraged to set accurate dispatch times and delivery service information to allow the EDD system to correctly manage buyer expectations regarding delivery dates.
We are already doing this, but we are being completely underemined by the EDD system itself as it continually produces delivery dates that are very often unachievable with the selected delivery service.
We are advised that we won't receive a defect in cases where delivery occurs after the EDD but within the carriers own delivery terms. That's nice, but with eBay front line support telling our buyers to send the item back 'not as described', we still have to pay for return and/or refund despite delivering within our carriers stated service terms. This happens far too often due to unrealistic EDD's and fake delivery guarantees, as per issues 2 & 3.
2.
We know that same day dispatch order cut-off times are completely ignored by the EDD system, for this reason:
Orders arriving 1 minute before the set cut-off time are due for dispatch today and orders received for the rest of the day are due for dispatch on the next day; however, regardless of the cut-off time, ALL orders received since 00.01am on that day receive the same EDD.
This means that all buyers placing orders after the cut-off time are given dates as though their order was being shipped on the same-day, effectively giving the carrier 1 day less to deliver those orders for no apparent reason.
Surely this at least, if not any of the other reported issues, must be considered a bug in the EDD system that requires correction?
3.
When eBay state in search results that a buyer will 'GET IT BETWEEN' certain dates, using a delivery service that does not guarantee those dates and doesn't always meeet them, that is clearly misleading buyers into believing it is a delivery promise. Many disappointed buyer and harangued seller situations could be avoided if it said 'ESTIMATED BETWEEN', which would better manage buyer expectations, exactly what the EDD Q&A we received this week was trying to encourage.
Hi @iceblue_uk,
Appreciate the examples and situations you've shared there.
I will send this onto the team today.
I know you are aware of dynamic EDD's and how they are working from speaking to us here so I won't go into detail here.
Thanks,
Katie
